As I've posted elsewhere, I have studied a lot of psychology in the past, and have used it to successfully diagnose a number of people with psychological conditions.
So I was out on a field visit with one of the young salesmen (there are only 2 women on this team 
), who is clearly a very angry young man. Usually, this sort of anger stems from their upbringing - it is likely that his parents treated him very unfairly and unjustly as a child, and this has been internalised as a very, very deep seated anger. He will need a fair bit if therapy/counseling in the future, and I do predict depression for him, unfortunately. This is pertinent because his upbringing has given him a very, very negative view on situations, people and life in general. He is what psychologists would call a 'glass half empty person", a pessimist.
He was discussing with me the visits to customers he had planned, and he described a certain customer as 'a bitch'. I let it slide once, but when he said a second time, I looked him calmly and squarely in the eye and said "So she's not very nice..." and left it at that. He did not say the word bitch to me again. The thing is, we have very clear guidelines in the company about diversity, and so what if she isn't nice to him? Its not her job to do so. As I sales person (which I was for 10 years), I never took it for granted that my customers would be nice to me, it was always a bonus that they were. And if they weren't, I eventually realised, it wasn't a reflection of me, it was a reflection of them.